We talk about this a lot around here, but today’s candidates are smarter and more savvy than ever when it comes to recruiters and staffing firms. They hold you to the highest standards, and have specific expectations for your communications.

When you do, read or say something on an almost daily basis, it can be hard to look it objectively. As staffing leaders, you probably don’t think about candidate engagement all the time. It’s something you just do. You’ve always done. And that’s that.

Many staffing firms anxiously await their latest NPS each year. It’s one of the biggest indicators of success in the previous year (aside from placements and revenue, of course). If you’re sitting pretty with a high NPS right now, you may not be wondering how to take it to another level. But for most firms, a jump — like perhaps a 204% jump — would make a massive impact on their business.

Part 1: Human Connection

Every staffing leader knows that contractor care is crucial for key metrics like recruiting, retention and redeployment but, regardless of firm size, one inconvenient truth always gets in the way: scaling contractor care isn’t easy. The sheer volume of work involved presents a challenge to growing firms, and investments in contractor care teams are often perceived as a direct threat to profitability.